Michael Ackerman Email & Phone Number

Palm Coast, Fl, Us

Palm Coast, Fl, Us

Clarabridge is the leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands. Clarabridge enables Global 1000 businesses to intelligently listen to, analyze, operationalize, and measure multi-source customer feedback through intelligent sentiment and text analytics. Insights extracted through Clarabridge enable organizations to create a universal understanding of their customers, partners, and employees; make actionable business decisions with measurable ROI; and collaborate on those decisions both internally with stakeholders and externally with customers.Michael led a team of approximately 30 professionals deployed both on and off shore on a 24X7 basis. The organization oversaw the SaaS technology platform, supporting the majority of Clarabridge's revenue, as well as corporate IT functions. The teams included operations, information security, support (from initial customer contact to software defect repairs), data architecture, internal desktop support, technology vendor management, network support and internal business systems operations. During his tenure in this position, Michael led the following major initiatives:- supported data architecture infrastructure for Elastic Search, Hadoop, Oracle, PostgreSQL, MySQL and SQL Server repositories- built a security program from the ground up, including policies, procedures and audits based on the NIST 800-53 guidelines- re-organized the team to provide customer support on a 24X7 basis- implemented a robust monitoring platform to ensure +99% availability of applications- deployed a unified communications solution for internal users across US and international office locations- designed and implemented a data warehouse to provide stakeholders with detailed SaaS operational metrics- designed and implemented a customer portal for self service purchases, account administration and provisioning- integrated employees and internal IT systems of acquired company

Michael led the Product and Release Management efforts for Clarabridge's platform of products while in this role. He oversaw the strategic product road map and the collection of product requirements from stakeholders, including external customers and internal groups (sales, services, support, operations). He created detailed specifications for the engineering and quality assurance teams and ensured each item was traceable through design, development, testing and implementation. Michael also delivered the internal company training for new product releases to ensure an effective roll-out to the impacted departments. He led the teams responsible for the delivery of comprehensive documentation in the form of user help guides, video tutorials, installation guides, system requirement specifications and operational support procedures. In addition to these activities, Michael also performed competitive analysis, technology R&D, product marketing coordination, user community organization and directed incremental service releases to address product defects.

Michael was responsible for the development and delivery of Clarabridge end-user technology; overseeing all project coordination, technology, engineering and implementation for Clarabridge's products. He managed changes to the product road map, resourcing/staffing requirements, technology architecture and project coordination for the product releases, including direct management of a mixed on/off shore team. He was a champion of the overall engineering process improvement effort and assurance of product quality.

Dublin 2, Ie

Michael was focused on the sales, management and delivery of multi-million dollar projects with strategic clients, leading teams with on and off shore resources. Responsible for people development through training and mentoring activities; operating the business through P&L responsibility and quality assurance; developing client relationships through needs assessments and providing the right assembly of industry expertise, offerings and assets; and consolidating internal knowledge capital and experience to be leveraged firm wide for consistent delivery. While leading multiple Enterprise systems implementation efforts, Michael also authored several internal Accenture sales and delivery assets in the area of data management and architecture.

Basking Ridge, Nj, Us

Basking Ridge, Nj, Us

Bs, Finance

Bs, Finance, General